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Health Check

Health Check runs 42 automated checks across your Zendesk configuration and produces a scored report with actionable findings. Run a check on demand or schedule daily checks with email notifications.

Running a Health Check

From any connection dashboard:

  1. Click the Health Check tab
  2. Click Run Health Check
  3. Wait for the check to complete (typically 10--30 seconds)
  4. View your score, category breakdown, and findings

Schedule daily checks

Enable scheduled health checks from the dashboard to receive automated daily reports via email. Configly runs the check overnight and sends the results to your inbox.

Health Score

Every health check produces an overall score out of 100, calculated from weighted category scores:

Score Range Rating
90--100 Excellent
70--89 Good
50--69 Needs Attention
0--49 Critical

The score is context-aware -- it accounts for your Zendesk plan, instance size, and configuration complexity rather than applying one-size-fits-all thresholds.

Categories

Checks are grouped into eight categories:

Category What It Checks
Performance Trigger complexity, automation efficiency, macro usage
Routing Group assignment coverage, routing rule gaps, routing attribute configuration
Notifications Email notification configuration, target usage, webhook configuration
Data Hygiene Unused fields, duplicate configurations, naming conventions, broken references, custom object hygiene, dynamic content completeness
SLA SLA policy coverage, target configuration, gap analysis
Security API token exposure, permission configuration, access controls, webhook security, custom role permissions
Channels Orphaned webhooks, non-HTTPS webhook URLs, sharing agreement status, support address validation
Guide Orphaned articles, stale articles (12+ months without update), empty sections, missing locale variants

Each category receives its own score and contributes to the overall score based on its weight.

Broken Reference Checks

Six of the 42 checks detect broken cross-type references -- configuration items that reference deleted or missing Zendesk objects. These checks (REF-001 through REF-006) cover triggers, automations, macros, views, SLA policies, and ticket forms. See Broken Reference Detection for details.

Findings

Each check produces findings with a severity level:

  • Critical -- Issues that could cause data loss, security exposure, or service disruption
  • Warning -- Problems that degrade performance or violate best practices
  • Info -- Optimisation opportunities and recommendations

Findings include:

  • Description -- What was found and why it matters
  • Remediation -- Step-by-step instructions to resolve the issue
  • Affected objects -- Which specific Zendesk items are involved

When multiple findings share the same root cause (e.g., several unused custom fields), they are consolidated into a single card showing the total count and all affected objects.

PDF Reports

Generate a downloadable PDF report from any completed health check. Click Download Report on the health check dashboard.

Report Tiers

PDF reports come in three tiers with progressively richer content:

The default report for individual Zendesk instances:

  • Cover page with score gauge
  • Executive summary with key findings
  • Detailed findings with remediation steps
  • Next steps and recommendations

Everything in Solo, plus:

  • Score trend chart showing changes over time
  • Period-over-period comparison (new, resolved, unchanged findings)
  • Instance overview with Zendesk plan and configuration summary
  • Methodology and glossary reference

Everything in Multi-Instance, plus:

  • AI-powered detailed category analysis by consultants
  • Industry-specific benchmarks and recommendations
  • SLA correlation matrix
  • Cross-instance comparison
  • Phased engagement plan (Weeks 1--2, 3--4, Month 2+)
  • White-label branding with your company name and logo

White-Label Branding (Agency)

Agency tier reports support full white-label branding:

  • Company name -- Replaces Configly branding throughout the report
  • Logo -- Appears on the cover page
  • Footer text -- Custom footer on every page
  • Accent colour -- Brand colour for highlights

Set your branding in Connection Settings > Partner Branding.

AI-Powered Analysis

Executive Summary

Every report includes an AI-generated executive summary that highlights the most important findings and provides context-aware recommendations.

Detailed Category Analysis (Agency)

Agency tier reports include AI-generated consultant-level analysis for each of the eight categories. Each analysis covers:

  • Current state assessment
  • Key issues identified
  • Business impact
  • Prioritised recommendations

The Health Check dashboard shows your check history with:

  • Score over time -- Track improvements or regressions
  • Finding counts -- See how critical and warning counts change
  • Comparison -- View which findings are new, resolved, or unchanged since the last check

Industry Benchmarks (Agency)

Agency reports include industry-specific recommendations based on your configured industry vertical. Configly supports 19 industry verticals including E-Commerce, SaaS, Financial Services, Healthcare, and more.

Set your industry vertical in Connection Settings > Industry Vertical.

Scheduled Checks

Enable daily scheduled health checks to monitor your instance automatically:

  1. Go to the Health Check dashboard
  2. Enable Scheduled Checks
  3. Configly runs a health check daily and emails the results

Email notifications are sent via Brevo and include the overall score, score change, and a summary of findings.

Next Steps